PlayGrand Casino is the first casino that we have come across that uses a software platform from White Hat Gaming, an aggregator of games from several different sources such as Net Entertainment, Leander, NextGen and others. The casino is an instant play only website and is available on both desktop and mobile browsers.
Software and game selection
PlayGrand offers players a selection of games from popular casino categories including modern video slots, tables games, keno, scratchcards and virtual horse racing. As you would expect the focus is on the slot machines, and when we tested the casino they had just under 100 slot machines in all. Interestingly you won’t find any classic styled 3-reelers here – only the more modern (and most would say interesting) machines are on offer.
The pick of the slots come from Net Entertainment and Leander Gaming. Net Entertainment have some of the most popular games on the market today. Titles such as Starburst, Jack Hammer, and Gonzo’s Quest are great to look at and play, and are very popular. Other great games available for play include Leander slots such as Potion Factory, Glutters, and Megadeth, and NextGen favourites such as 300 Shields and Medusa. The site offers a hefty Arabian Nights progressive jackpot and overall there are a lot of good slots to play there, but I did feel that it lacks some of the spectacular big name releases and progressive jackpots that you can play at many other casinos.
Apart from the slot machines, there are several variations of Blackjack, European Roulette, Baccarat, Craps, Caribbean Stud, and a heads-up Texas Hold’em game against an animated dealer which are all slick, modern games that are smooth and quick to play. There are loads of Video Poker games, with more than 10 different rulesets available in single, multihand, and pyramid poker variants. There are also a few scratchcard, keno, hilo, and other parlour games to pick from, as well as a fully featured Bingo room where you can chat with other players as you watch the host’s balls drop (?!? – Ed).
Banking and support options
Customer support at PlayGrand is provided via a live chat tab which is available on every page of the website during the hours of 10am through to 11pm GMT, 7 days a week. Should you require help outside of those hours you can use the casino’s online support ticketing system where you submit your enquiry using a web form. There is no way to contact the casino via phone however, with the casino citing saving its customers money on long distance call rates as the reason. During our play testing I contacted their live chat support to enquire about getting my documents approved for a withdrawal and I have to say that the support I received was polite, helpful, and answered all my questions perfectly. I would go so far as to say that it was the most helpful customer service I have experienced at a casino for a long time, so thumbs up to PlayGrand’s support crew.
Deposit and withdrawal options in particular are a little thin on the ground, it must be said. Credit cards, Neteller and ukash voucher codes may be used to make deposits, while the only methods available to us for a withdrawal was a bank transfer or Neteller. Withdrawals are subject to a first time identity check and are held for 48 hours for reversal, with the actual cashout taking at least another 2 days after that. The quality of support continued into the withdrawal phase, with the casino phoning me to advise me the minute my withdrawal had been processed. Withdrawals are capped at $5000 per week, although the casino does state that higher amounts can be negotiated with management if needed.